Transcript List the stages of the guest cycle.

Stages in the Guest Cycle
Stages of the guest cycle
•Pre-arrival
•Arrival
•Occupancy
•Departure
The Pre-Arrival Stage
•The guest chooses a hotel during
this stage.
•Preregistration activities occur
including preparation a guest
folio.
The Arrival Stage
•Determining guest’s reservation
status.
•Creating a registration record.
•Assigning a room and rate.
The Arrival Stage
•Identifying a payment method.
•Establishing departure date.
•Providing a room key and map.
•Room assignments may need to
take into account guests with
physical impairments.
The Occupancy Stage
•The front desk coordinates guest
services and responds to guest
requests.
•A variety of financial transactions
occur during this stage and are
processed according to the front office
posting and auditing procedures.
Protect The Guest’s
Right To Privacy
•Guests are entitled to constitutional
protection against unreasonable search
and seizure.
•Never announce a guest’s room number
or give room numbers to callers.
•Never give out guestroom keys to
anyone but the registered guest.
The Departure Stage
•Guest services and guest accounting
are completed during this stage
•A guest history record is created and
the guest’s account is zeroed out.
•Hotels often use expired registration
to construct a guest history file.
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4.2 Communications
The Transaction File
•The transaction file chronicles
•unusual events,
•guest complaints or requests,
•other relevant information.
Why is a Transaction
File Used?
•The front desk may keep the transaction
file so that staff can be made aware of
important events and decisions that
occurred during previous workshifts and
so that front desk agents can respond
intelligently if the guest contacts the
front desk for follow-up.
Information Directory
An information directory is an
accumulation of data that guests
commonly request.
Information Directory
•Restaurant recommendations
•Transportation agencies
•Directions to various places
•Information about hotels policies
Information Directory
•Some hotels have computers
information terminals in public areas.
•Many hotels also provide reader
boards that list the daily schedule of
events.
Guest Mail and Packages
•All mail should be time-stamped when
it arrives
•Front office records should be checked
immediately to verify the guest is
currently registered.
Guest Mail and Packages
•The front desk should promptly
attempt to notify a guest that mail has
arrived.
•Packages are handled as mail. If it is
too big to be stored at the front desk, it
should be taken to a secure room.
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4.3 Guest Services
Equipment & Supplies
Loaned To Guests.
•Roll-away beds and cribs
•Additional pillows/linens
•Irons and ironing boards
• additional clothes hangers
•Audiovisual and office equipment
•Equipment for guests with disabilities.
Split Folios
Split folios are most often requested by business
travelers who need to separate charges onto two
or more accounts.
Master Folios
•Master folios are typically reserved for group
accounts.
•Master folios collect charges on an account
assigned to more than one person or guestroom.
Special Request
Other special guest requests may include:
•Transportation arrangements
•Entertainment reservations
•Newspaper delivery
•Secretarial services
Special Needs
•Physically challenged guests
•Business travelers
•Convention groups
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4.4 Guest Complaints
Guest Complaints
•Mechanical
•Attitudinal
•Service-Related
•Unusual
Identifying Guest
Complaints
•Log books, guest comment cards,
and questionnaires can all help
identify guest complaints.
•A well-designed comment card can
lead to thorough analysis of guest
responses.
Handling Guest Complaints
•It is usually counterproductive to
ignore a guest complaint.
Handling Guest Complaints
•When managers are not available to
handle a complaint, there should be a
contingency plan in place to empower
employees to immediately deal with
the situation.
Complaint Resolution
Guidelines
•Not going to a guestroom alone
•Not making promises you cant keep
•Admitting when the problem cannot
be solved
•Having an approach for dealing with
guests who complain as part of their
nature
Following up on Guest
Complaints
Management may use a log book to
•Initiate corrective action
•Verify that guest complaints have
been resolved,
•Identify recurring problems.
Following up on Guest
Complaints
•A letter from management
expressing regret about an incident is
usually sufficient to promote goodwill
and concern for guest satisfaction.
•Managers might also telephone a
departed guest to get more complete
information on an incident.
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